Toshiba is seeking an experienced Software Development Support Manager who will be responsible for leading a department of direct reports that will include 7-14 software developers. In this role, you will be responsible for developing and executing our customer support strategy, ensuring exceptional service delivery, and fostering a culture of customer-centricity throughout the organization. You will collaborate with cross-functional teams to enhance customer experiences and drive operational excellence.
Responsibilities
Develop and implement a comprehensive customer support strategy that aligns with overall business objectives and enhances customer satisfaction
Lead, mentor, and inspire a diverse team of customer support professionals, fostering a culture of continuous improvement and accountability
Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for innovation
Collaborate with product, development, and other support teams to advocate for customer needs and drive product improvements
Establish and maintain strong relationships with key stakeholders and executives to ensure alignment on customer support initiatives
Oversee the development and execution of training programs to enhance team performance and customer engagement
Manage resource allocation for the customer support department while ensuring operational efficiency
Required and Preferred Qualifications
Required:
6+ years of experience in customer support or related fields, with a minimum of 3 years in a leadership role
Proven track record of developing and executing customer support strategies that drive operational excellence and customer satisfaction
Strong analytical skills with the ability to interpret data and make data-driven decisions
Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels




Experience in managing customer support teams across multiple channels, including phone, email, meetings and chat
Experience managing C, C++, Java projects
Preferred:
Experience in a high-growth technology company
Familiarity with customer support software and tools, including CRM systems
Expertise in customer journey mapping and experience design
Knowledge of best practices in customer service operations and process optimization
Technical Skills and Relevant Technologies
Proficient in customer support software and CRM systems
Strong understanding of support process, Application log analysis
Experience with knowledge management systems and self-service support solutions
Soft Skills and Cultural Fit
Strong leadership qualities with a focus on team development and empowerment
Customer-focused mindset with a passion for delivering exceptional experiences
Ability to thrive in a fast-paced, dynamic environment with changing priorities
Proactive problem solver with a strong sense of ownership and accountability
Collaborative and inclusive approach to working with diverse teams
We offer:
Hired directly by Toshiba and 100% under payroll.
Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
Minor medical expenses insurance.
Savings fund for employees, capped at the limit of the law.
Grocery coupons.
Pension plan.
12 days of vacation plus 6 floating days.
EO:
Toshiba General Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

📌 Software Development Support Manager (Guadalajara)
🏢 External
📍 Guadalajara